cassandra chaluleau
French Account Manager
Strong communication
Caring
Customers focused
Creative
Results driven
30 years old
Driving License
Pont L'abbe (29120) France
Available soon
Available
After years in the Legal business and then Hospitality and Customer service, after travelling and living in several countries, I have now found what makes me want to work, improve everyday and exceed the expectations. I want to lead people, help them to improve and allow them to discover their own potential.
I have shown my abilities to make team and projects grow and have no intention to stop here.
Fully proficient with CS tools such as Salesforce and Zendesk, CRM tools and Microsoft Office 365 including Excel, Power BI and Dynamics.
Excellent understanding of CS metrics such as volume, backlog, AHT, FCRR, NPS ans CSAT, resolution time.
Also very comfortable with occupancy rate, productivity metrics and KPIs.
Trained in Sales, project management, team management, training, soft skills, communication and account/market management.
References:
On demand
I have shown my abilities to make team and projects grow and have no intention to stop here.
Fully proficient with CS tools such as Salesforce and Zendesk, CRM tools and Microsoft Office 365 including Excel, Power BI and Dynamics.
Excellent understanding of CS metrics such as volume, backlog, AHT, FCRR, NPS ans CSAT, resolution time.
Also very comfortable with occupancy rate, productivity metrics and KPIs.
Trained in Sales, project management, team management, training, soft skills, communication and account/market management.
References:
On demand
Client Success Manager
Web1on1
Since 2018
Amsterdam
Netherlands
- Projects management
- Developing customer relationships with Belgian, Luxembourgish, Swiss and French clients
- Managing team of French agents
- Head of training
- Monitor performance and KPIs of the French agents
- Keeping knowledge up-to-date
- Solving any technical or customer's related issue on chats
Team Manager and Coach
5CA
September 2017
to March 2018
- Manage and optimize the performance of the agents and coach them to make their potential grow
- Address and resolve any issues that get in the way of the agents and the projects
- Taking initiative to propose improvements in the workflow
- On-boarding new agents and create a company's culture
- Provide feedback and relevant information to the team
- Training on 5CA systems/tools, soft skills, and channel-specific skills
- Coordinate execution of project-specific training and coaching
Tech and order CS agent
5CA
February 2017
to September 2017
- First and direct contact with customers of a worldwide famous gaming company, Razer.
- Provided troubleshooting, answering customer's questions and solve their issues.
- Using on a daily basis soft skills, communication, empathy, pro activity and positivism in order to match the customers' and the client's requirements.
Account Manager for French and International market
G.E.T International
May 2016
to December 2016
Breda
Netherlands
- Customers and client relationship management
- International partners relationship management
- Development of marketing and sales Technics and strategies
- Presentation in Schools and Universities
- SEO/SEM marketing and web marketing, creation of a blog, community management, benchmarking, prospection
- Recruitment and training of a new employees
Head waitress and Kitchen assistant
Mad'eo!
September 2015
to December 2015
Paris
France
- Managing service and sales
- Community management
- Web and street communication
- Kitchen hand for help and Barrista
Paralegal
Dezarnaulds Legal
February 2015
to May 2015
Sydney
Australia - New South Wales
- Redacting documents as contracts, wills, affidavits, invoices, etc
- Assisting in Court and with contract negotiations
- Meeting with clients and partners
- Contacting experts for cases and researches
- Writing correspondence both in English and French
Waitress and Barista
Una's
July 2015
to May 2016
- Service and bar
- Sales (Well named "extra sales princess")
- Managing conflicts that may happened with customers
Hostesses team leader
Häagen-Dazs
May 2013
to February 2015
Paris
France
- Managing a team
- Welcoming customers from all around the world
- Settling conflicts with customers waiting for hours
- Managing seats and big groups
- Training summer new employees
- Taking part of recruiting process for summer team
Intern in a lawyer firm
Forget & Associes
July 2013
to August 2013
Internship
Paris
France
- Mostly observation
- Locating conflicts and inconsistencies in the police blotters.
- Criminal and commercial cases
-
Customer bonding
Expert
-
Conflicts, crisis and unforeseen management
Advanced
-
Marketing contents creation
Advanced
-
Economics and markets understanding
Good
-
Working under pressure
Expert
-
Leadership
Expert
-
Initiative
Advanced
-
Creative
Expert
-
Ethic
Advanced
-
Understanding of people
Advanced
-
Social media marketing (i.e hootsuite)
Expert
-
SEO/SEM
Expert
-
HTML
Advanced
-
Google Analytics
Good
-
Wordpress
Good
-
Salesforce.com
Advanced
-
Zendesk
Good
-
Photofiltre
Advanced
-
Polarr
Advanced
-
Perfectview
Expert
-
Photoshop
Intermediate
-
Office 365
Expert
-
French
Expert
-
English
Advanced
-
Spanish
Good
-
Italian
Intermediate
-
Dutch
Notions
Specialised in Private Law
Refined my knowledge in Social Law, Tax Law, Business Law, Contracts and International contracts.
Learn more
Refined my knowledge in Social Law, Tax Law, Business Law, Contracts and International contracts.
Literature A-level advanced in foreign languages (English, Spanish and Italian).
I passed it with honours and an European mention.
Learn more
I passed it with honours and an European mention.
- Amateur in photography
- http://cfchaluleau.portfoliobox.net/
- French, European and International
- Reading Le Monde, Courrier International, Les Echos, El País
- Treasurer
- Organising many activities on campus, trips around Europe (e.g. Prague, Amsterdam, Strasbourg, Alpes d’Huez and Tenerife) and tutoring services.
- Elected at the University Council
- Member of the decision comitee
- Elected as Dalloz Association of the Year
- Novels that I pick up randomly on my grandma's bookshelf
- I signed for two pre-orders with an online publisher, Read and Write
- Influence: E.Hemingway, J. London, C.Jacq, J. Green, ...
- Champion of rifle shooting, individual an team medals
- Running
- Yoga and meditation
- Circuit training
